Supervisor

The Teller Supervisor provides hands-on leadership and direct oversight of the teller, Member Service Representative (MSR), and Member Service Officer (MSO) team. This role ensures operational consistency, service excellence, and team development within the branch. As a performance coach, daily executor, and culture carrier, the Teller Supervisor fosters a high-performing environment focused on growth, accountability, and an exceptional member experience. Teller Supervisors play a key role in achieving sales, service, and referral goals through effective frontline leadership.

Essential Duties & Responsibilities:

• Supervise daily activities of the teller/MSR/MSO team to ensure alignment with branch and organizational priorities.
• Provide real-time coaching to enhance accuracy, efficiency, service quality, and referral behavior.
• Monitor cash levels, dual control, and branch security procedures to ensure operational safety and compliance.
• Conduct daily huddles, weekly one-on-ones, and regular performance evaluations.
• Support the onboarding, training, and skill development of frontline team members.
• Manage staffing schedules and respond proactively to coverage needs.
• Lead by example in delivering exceptional member service, generating referrals, and promoting cross-sell opportunities.
• Track and report key metrics, including balancing accuracy, referrals, branch KPIs, and service standards.

Core Competencies:

• Team Leadership and Frontline Development
• Coaching Mindset with Accountability Focus
• Operational Reliability and Process Adherence
• Ownership of Outcomes
• Strategic Thinking and Clear Communication

Role-Specific Competencies:

• Ability to deliver constructive feedback and drive performance improvement
• Comprehensive understanding of teller, MSR, and MSO processes, policies, and systems
• Proficiency in scheduling, timekeeping, and performance tracking tools
• Strong knowledge of compliance, audit, and internal control requirements
• Ability to support, implement, and reinforce branch workflows, onboarding systems, and campaign initiatives

Required Qualifications

• High school diploma or equivalent (Associate or Bachelor’s degree in business, finance, or related field preferred).
• Minimum of 2 years of experience in a financial institution or customer service environment.
• Demonstrated cash handling and balancing accuracy in a financial or retail setting.
• Proven reliability, professionalism, and strong attention to detail.
• Excellent interpersonal, communication, and problem-solving skills.
• Ability to lead by example and uphold high standards of service and accountability.
• Ability to work a rotating Saturday schedule.

Preferred Qualifications

• 2 years of experience in a financial institution, preferably in a leadership or supervisory role
• Demonstrated success in coaching, mentoring, or developing others
• High attention to detail and ability to maintain composure in a fast-paced environment
• Commitment to delivering outstanding member service and achieving team goals
• Strong understanding of credit union or banking operations, including cash handling, balancing, and member transactions.
• Excellent verbal and written communication skills, with an ability to motivate and inspire others.